Andhra man gets soap instead of smartphone, Amazon and seller ordered to pay Rs 57,000

In a significant consumer rights ruling, the Andhra Pradesh State Consumer Disputes Redressal Commission has held Amazon Seller Services Pvt. Ltd. and a mobile seller liable for delivering a bar of soap instead of a smartphone. The commission ordered them to pay Rs 57,000 to the aggrieved customer.

The order, passed on July 3 by Commission President Tappa Abdul Rasool and member G M B Murali Krishna, found the companies guilty of deficiency in service for failing to resolve the complainant's issue.

According to the complaint, the customer placed an order on Amazon on August 7, 2025, for a smartphone priced at Rs 49,998. After adjusting the exchange value of his old phone (Rs 11,800), a bank discount (Rs 4,999), and a promotional discount, he paid Rs 31,748. The package was delivered on August 11, and the delivery executive collected the old phone as part of the exchange programme. However, upon opening the sealed package, the customer found a soap bar, an adapter, and a charging cable instead of the smartphone.

The customer then initiated a return request with Amazon but alleged that each request was either put on hold citing a missing or invalid e-way bill, or closed without resolution. He also sent a legal notice but received no response. Subsequently, he approached the consumer commission. Neither Amazon nor the seller appeared before the commission, and both were proceeded against ex parte.

Examining the documents—including the purchase invoice, bank statement, email correspondence, legal notice, photographs of the parcel's contents, and a video of the unboxing—the commission concluded that the customer had proven his case beyond doubt. The commission observed: "It is very clear that the complainant is not in receipt of any mobile phone from the opposite parties except a parcel containing soap bars and mobile phone charger." It noted that the customer made repeated efforts to resolve the issue but the companies failed to address his grievance, amounting to deficiency in service and causing mental agony.

Allowing the complaint in part, the commission directed Amazon and the seller to jointly refund Rs 49,998. Additionally, it awarded Rs 5,000 as compensation for mental agony and Rs 2,000 towards litigation costs. The customer was directed to return the parcel containing the soap bars and charger.

This ruling underscores that e-commerce platforms and sellers can be held accountable for failure to deliver promised services, especially when they ignore consumer grievances. For consumer-related complaints, individuals can contact their state consumer helpline or the National Consumer Helpline at 1915.